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Danaher Corporation Senior Manager, Contact Center Technology in Sunnyvale, California

At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.

Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting.

Learn about the Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) which makes everything possible.

This position is part of the Americas Customer Care team and can be done remotely from anywhere in the United States.

In this role, you will have the opportunity to:

  • Lead the US Customer Technical Support Team that plays a vital role in identifying, specifying and implementing contact center technologies that improve associate effectiveness and create a seamless customer experience. Possessing a unique blend of real-world contact center experience and deep knowledge of CRM & CCAS technologies, the CCT Leader will partner with Global Contact Center and IT Leaders to identify and champion critical Contact Center Requirements to support our Strategic Plan and support the implementation of solutions for the US Technical Support Contact Center.

Essential Job Requirements include:

  • Develop business requirements for technology platforms and projects

  • Partner with Global Leaders to Develop Contact Center Technology Roadmap

  • Oversee successful implementation of new technologies and enhancements

  • Embed with the Technical Support team to understand associate and customer requirements

  • Represent Technical Support on Regional and Global Project Teams

  • Partner with DBS/Lean Leaders to identify improvement opportunities in process and technology

  • Partner with Contact Centers across Danaher Companies to benchmark & identify best practice

  • Participate in Kaizen events and other process improvement efforts to simplify customer support processes and align with Technology Solutions

  • Develop KPI’s that measure ROI and success of technology programs

    The Essential Requirements of the Job include:

Education or Experience (in years):

  • Bachelor’s degree with 9+ years of experience OR Master’s degree with 7+ years of experience

  • Prior management experience

Knowledge and skills:

  • Contact center, technical support or customer support management experience

  • Experience with Contact Center Technologies a must including, but not limited to CRM (SalesForce.com), ERP (SAP or similar) CCAS, Knowledge (or similar CRM/ERP Systems), CCAS (Contact Center as a Service),

  • Self-Starter

  • Demonstrated ability for developing customer support process and strategies

  • Demonstrated ability to drive cross-functional projects and engagement

  • Ability to motivate cross-functional teams

  • Engage others in assessing and responding to the impact of change

  • Ability to multitask, prioritize the critical few and delegate work appropriately

  • Excellent verbal and written communication & persuasion skills

  • Fluent English required (additional languages a plus – French, Spanish, Portuguese)

  • Proficient in MS Office

    It would be a plus if you also possess previous experience in:

  • Experience with the development, use and or troubleshooting of Laboratory analytical and diagnostic equipment, reagents, medical devices or software preferred

  • Familiarity with the Product Development Process preferred

  • Experience working in a regulated environment (FDA/ISO) preferred

Cepheid, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

If you’ve ever wondered what’s within you, there’s no better time to find out.

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When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or applyassistance@danaher.com to request accommodation.If you’ve ever wondered what’s within you, there’s no better time to find out.

Operating Company: Cepheid

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